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Yuga5C81
Participant
Oct 27, 2020 9:03 PM UTC
Answered

XD is crashing while opening existing files after latest update XD 34.1

After updating to version 34.1.12, all of my files that I was previously working on are no longer responsive. I am able to start new files smoothly but all of my old files constantly freeze up and cause the app to crash. I have months worth of work on these files that I now cannot edit or even copy paste to a new file due to this. How can I either edit these files without it crashing or copy the artboards from these into a new and functional XD file? 

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Atul_Saini
Atul_SainiCorrect answer
Legend
Oct 28, 2020 7:38 AM UTC

Hi Luke5C81,

 

Sorry for the trouble, I understand how frustrating this could be. I'd love to help you with this. please share the following details so that we can proceed appropriately. 

 

  • Is there's an error message that you get while opening the existing file?  
  • Were these files saved locally or as a Cloud document? 
  • Would it be possible for you to share the corrupted file?
  • Please collect the logs from your machine using this link: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Upload the logs and the corrupted file to CC or Dropbox and share the link via PM (Click on my profile picture and click "Send a Message")
  • Which OS build are you using?

 

If you're getting any error message while opening the file, please check this link: https://helpx.adobe.com/xd/user-guide.html/xd/kb/fix-issues-with-xd-cloud-documents.ug.html. Please try to create another admin account on your machine and check if you're able to open the existing files. 

 

Awaiting your response. 

 

Thanks,

Atul_Saini

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2 replies

Atul_Saini
Atul_SainiCorrect answer
Legend
Oct 28, 2020 7:38 AM UTC

Hi Luke5C81,

 

Sorry for the trouble, I understand how frustrating this could be. I'd love to help you with this. please share the following details so that we can proceed appropriately. 

 

  • Is there's an error message that you get while opening the existing file?  
  • Were these files saved locally or as a Cloud document? 
  • Would it be possible for you to share the corrupted file?
  • Please collect the logs from your machine using this link: https://helpx.adobe.com/creative-cloud/kb/cc-log-collector.html. Upload the logs and the corrupted file to CC or Dropbox and share the link via PM (Click on my profile picture and click "Send a Message")
  • Which OS build are you using?

 

If you're getting any error message while opening the file, please check this link: https://helpx.adobe.com/xd/user-guide.html/xd/kb/fix-issues-with-xd-cloud-documents.ug.html. Please try to create another admin account on your machine and check if you're able to open the existing files. 

 

Awaiting your response. 

 

Thanks,

Atul_Saini

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    Harshika Verma
    Community Manager
    Harshika VermaCommunity Manager
    Community Manager
    Nov 5, 2020 1:03 PM UTC

    Hi Luke,

     

    It's been a while we haven't heard back from you. Are you still experiencing the issue? Please feel free to update the discussion if you need further assistance from us.

     

    We would be happy to help.

     

    Thanks,

    Harshika

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